Field Engineer - MSP

Our client is one of the UK's fastest growing Managed Service Providers (MSPs) within the defence sector, specializing in providing fully managed secure ICT services. With prestigious clients such as the Ministry of Defence (MOD) and the Ministry of Justice (MOJ), our client is at the forefront of delivering cutting-edge solutions to meet the complex and demanding security requirements of government departments.

As a Field Engineer, you will be at the forefront of installing, maintaining, and repairing cutting-edge products and services. You’ll work closely with clients to ensure their needs are met and that all tasks are executed in line with internal and MOD policies. 

This home-based role requires travel to various customer sites, the Reading office, and our Stoke-on-Trent operations centre.

Responsibilities:

• Field Support:
  • Conduct comprehensive site surveys and pre-installation assessments.
  • Provide technical demonstrations during pre-sales as needed.
  • Deliver early life support for new managed services.
  • Generate support and pre-installation documentation.
  • Participate in the on-call rota to handle P1 incidents outside regular hours.
• Systems Maintenance:
  • Manage escalated incidents, problems, and change requests to meet SLA targets.
  • Keep the Service Management ticketing system updated.
  • Perform on-site service maintenance as per service management plans.
  • Maintain Reference Facilities supporting Systems Maintenance.
  • Collaborate with the Service desk and infrastructure team to resolve complex issues.
  • Inspect and prepare end-user equipment for dispatch.
  • Implement service changes and update documentation accordingly.
  • Manage assets for all managed services.
• System Installation:
  • Configure, test, and install managed ICT services based on customer requirements.
  • Support technical relationships with internal teams and 3rd party suppliers.
  • Ensure the creation of thorough installation documentation.

Skills/Must have:

• The ability to work independently and proactively.
• A dedication to continuously developing your technical skills.
• A solid understanding of current HMG security classifications.
• Strong team collaboration and initiative.
• Experience in managed service environments and ITIL best practices.
• Proficiency in system build, test, implementation, and 3rd line operational support.
• Excellent communication, negotiation, and influencing skills.
• Flexibility to adapt to organizational needs, including working away at customer sites.
• Eligibility for SC and DV security clearance (current SC holders preferred).

Required Technical Experience:

• Windows 10/11
• Office 365 suite, including Visio
• Software/Hardware Infrastructure Patching
• End User Hardware - Laptops/Thin Clients
• Networking Fundamentals
• Mechanical engineering skills
• ITSM Ticket Management
• Enterprise Hardware Solutions (Rack-mounted equipment)
• Site surveys and accurate reporting with Visio diagrams

Benefits:

• Long-Term Sickness/Disability Insurance: A long-term insurance policy providing crucial support to employees unable to work due to illness or injury.
• Discretionary Bonus: Recognition of exceptional performance and contributions through a discretionary bonus scheme.
• Employee Assistance Programme: Access to professional counselling and support through online, telephone, and face-to-face sessions, including a 24/7 hotline.
• Health and Wellbeing: Enjoy corporate gym membership, wellbeing days, and access to health cash plans covering various medical expenses, including dental, chiropractic, optical, and prescription.

Salary:

• £40,000 basic salary per annum

If you are interested in this opportunity, we encourage you to apply today!